Beck & Masten Buick GMC South

Rafael was fantastic...the dealership, not so much I tried for 8 days to get someone from Beck & Masten to contact me back regarding a truck for my son. I called, emailed, submitted an inquiry online, I tried for 8 days to get someone from Beck & Masten to contact me back regarding a truck for my son. I called, emailed, submitted an inquiry online, sent in an offer, responded back to Crystal Soto (who sent the first response to my internet inquiry), even circled back with Crystal an additional 2 times, yet never heard from her again, responded to the generic reply the website sends when you request they contact you: nothing. Nothing at all for seven days. I finally received an email from the internet sales manager, Nickole Kamran, asking if I’d received everything I needed. I replied and told her no, shared with her that not one person had ever circled back with me, let her know I was still interested in the truck and asked that she contact me. What did I get in return? NOTHING. I then reached out via the chat feature on the Beck & Masten South website and shared with the gentleman manning the chat feature that I had been unsuccessful in getting anyone to response to me in over a week. He took down my information, promised to have someone contact me, and apologized for the lack of customer service received to date. I waited another day and STILL never heard from anyone. At that point I emailed Crystal Soto a 4th time, and this time cc’d Nickole Kamran. My note outlined my experience with Beck & Masten to date, reiterated the absence of a response from both Crystal and Nickole, expressed my displeasure with the lack of customer service, and asked that they forward me their managers name so that I could speak with him before I shared my experience via social media. Shockingly (though really not given that now I had asked for management and advised I would take to social media), I FINALLY received a response. Sadly, it was not at all what I was hoping for. Nickole Kamran responded asking ME to call or text HER, and stated my email to her must have gone to spam. She then shared with me the times she would be UNAVAILABLE to assist me, (I assume so I didn’t contact her duting a time that would be inconvenient for her), and offered to check her phone periodically throughout the day. My response: My email going to her spam folder was HIGHLY UNLIKELY given that she emailed me and I simply replied. Additionally, it seemed awfully interesting that she somehow received my email requesting a manager, but not the previous one I sent to her. They were both sent to the same place. I closed with stating that I had no desire to chase her down throughout the day and expressed my displeasure with a member of management’s response to a dissatisfied customer who had failed to receive a response from anyone at the dealership in over a week was to ask ME to call HER, and at a time that worked for HER. Seriously?!? That is certainly not what customer service looks like to me. I was insulted and upset. Nickole responded to my reply and shared with me her General Manager’s contact information (Pete Trammell, ptrammell@beckmasten.net), discussed the automated ‘customer relations’ tool they use; presumably to send generic responses to website inquiries - which would help explain why no one ever gets a response - Beck & Masten only cares about their customers enough to let a computer system interact with them, not a live person; and said she would get with the IT department to look into things. She then apologized if her previous email came off as insensitive and offered to call me right then if I would like (Nickole, the first rule in customer service is that you cater to the client. What should have been asked is what time would be best for you to call me (so that you could be respectful of my schedule), followed by an assurance that you would make certain to reach out to me then). She closed by asking me to let her know if I would like to call her or if she should call me and stating that she would make sure the general manager, Pete Trammell, had my contact information. I never responded. I also never heard from Nickole nor did I hear from Mr. Trammell. My son and I discussed other trucks, reached out to several other far more responsive dealerships, and he expressed that he still really liked the truck at Beck & Masten, so at approximately 1030 pm Wednesday night I text the dealership from the website, and to my surprise, received a response. Rafael Benavides text me back...within 2 minutes...and at 10:30 at night!!! I thanked him for his responsiveness and how shocked I was to receive his text. I then shared with him the information on the truck I had been inquiring about, how much I was willing to pay for it, the small window of time I now had left to purchase it, and asked that he look into things and circle back with me in the morning if he thought he’d be able to accommodate my needs. Sure enough, by 8:30 the next morning he had called, text AND emailed. He got me the truck for less than I had offered to pay, took information from me over the phone so he could have the paperwork prepared in advance, and had it gassed up, washed and ready to go when I got there. Rafael was responsive, polite, prompt, courteous and true to his word. A joy to work with and a testament to what customer service REALLY looks like. While I remain disappointed and discontent with the lack of customer service, professionalism, and responsiveness I received from everyone else I’ve mentioned at Beck & Masten, I have nothing but great things to say about Rafael and the experience I had with him. Thank you, Rafael, for helping to facilitate the purchase of my son’s first automobile, and for making him one happy recipient of a new GMC Canyon! I won’t recommend the dealership you work for, but I highly recommend you! Best of luck to you! More

They do what they say. They always do good work on my trucks. They have been servicing my trucks since 1990 and they do it in a timely matter and am always please. Keep up They always do good work on my trucks. They have been servicing my trucks since 1990 and they do it in a timely matter and am always please. Keep up the good work. More

Service Every time I visit this dealership, the visit is very pleasant. I always feel like I’m at home. Frany is an excellent greeter. She knows her job and h Every time I visit this dealership, the visit is very pleasant. I always feel like I’m at home. Frany is an excellent greeter. She knows her job and has a great smile. More

Rafael Benavides is above and beyond in excellence! This dealership has great atmosphere. People are happy here and my salesperson (Rafael Benavides) was professional and personable, knowledgeable and This dealership has great atmosphere. People are happy here and my salesperson (Rafael Benavides) was professional and personable, knowledgeable and works hard to provide a really positive customer service experience. It is obvious Rafael’s main goal is to get you the perfect car on your budget. He has won a life-long customer with me!! I really appreciate him because, in this industry, this level of excellence is difficult to find!! More

Outstanding Rafael was amazing very courteous!! Excellent salesman! it felt like we We’re his proirity he kept up very well informed on our purchase of our truck! Rafael was amazing very courteous!! Excellent salesman! it felt like we We’re his proirity he kept up very well informed on our purchase of our truck! He treats you like family! Highly recommend! More

Poor advertisement I went to this place with a internet sale price in mine, emailed the lady, she even called me to confirm and I specifically told her what I needed in I went to this place with a internet sale price in mine, emailed the lady, she even called me to confirm and I specifically told her what I needed in order to make this happen. She agreed of course and said yes they can come close as possible to that. It’s reasonable. So I went in. Spoke with the sales person, he was cold and never spoke with us to begin with. before we got started we also told him what I told the sales last prior to him and that’s what I wanted to even make this possible. His response was, “those are just receptionist, they will say anything to just get you in here!” So right then we knew this was xxxxxxxx. He never once asked for numbers, information, ran credit or anything, no questions about down payments, nothing. He came back with a number 200 and something over my payment I had requested to be close to. He said we “didn’t qualify” for all the incentives. He never asked us one question to even know if we got qualified, what my down payment was, what my credit score was or anything. I was in shock that a sales person could be so unprofessional. I could have cash for the Yukon but he wouldn’t of known because he never once asked. Needless to say we left. Never go to this place again, the internet prices are all scams and are not true numbers. Beware of this place! More

Very good customer service. Service staff was very attentive and did their due diligence to check everything on my truck. Noted some items that were overlooked from my prior serv Service staff was very attentive and did their due diligence to check everything on my truck. Noted some items that were overlooked from my prior service provider and were very willing to make sure things were taken care of the right way. I did end up spending the entire day at the dealer due to delays that is what lead to me only giving 4 stars. More

Oil change Once again service was great!! I am glad to see the young lady that helps me Rose got promoted. She deserves it!! Her name is not listed below but I k Once again service was great!! I am glad to see the young lady that helps me Rose got promoted. She deserves it!! Her name is not listed below but I know her first name is Rose. More

Excellent Great Customer Service!!! Very understanding!!! CSR very explanatory!! Will assure to come back!!! Will refer people & looking forward to next serv Great Customer Service!!! Very understanding!!! CSR very explanatory!! Will assure to come back!!! Will refer people & looking forward to next service!!! Thumps up very happy!!! More